Quality Management

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? 85% of contact centers say they struggle to find the time for quality assurance, and 61% report that insufficient technology is a barrier to their QA success. 

1. What is Quality Management?

Quality Management is the structured approach to ensuring that an organization’s services or products consistently meet defined standards. It includes planning, control, assurance, and improvement processes to maintain and enhance performance across teams or systems.

2. What are the 4 components of Quality Management?

The core components are:

1. Quality Planning – Defining standards and processes.
2. Quality Assurance – Ensuring adherence during execution.
3. Quality Control – Measuring performance and identifying defects.
4. Continuous Improvement – Iterative upgrades to systems and outcomes.

3. What are the 7 QMS Principles?

The 7 principles of a Quality Management System (QMS) include:

1. Customer focus
2. Leadership
3. Engagement of people
4. Process approach
5. Improvement
6. Evidence-based decision making
7. Relationship management

4. What is QMS in simple words?

QMS (Quality Management System) is a framework of policies and processes used to ensure consistent delivery of quality, whether in services, products, or operations.

Boost call quality with 7 proven QA practices every team should use